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Blended Environment
I am interested to know if there is anyone in this forum that works in a blended environment (inbound/outbound). We currently have agents that take inbound and outbound calls. I wanted to know how other centers are calculating their service levels.
I would also be interested in learning how email and chat service levels are calculated. We will soon travel down that road, and wanted a heads up on how the industry is calculating its service level.
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